Manager, North America Customer Operations

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

The Manager of Customer Operations has the responsibility to maximize sales and profitability by optimizing order fulfilment in compliance with our vendor guidelines by overseeing all aspects of daily customer operations for a designated sales channel. This role will ensure the best experience for our wholesale & digital customers and account managers by empowering our associates to make decisions, developing a team focused on continuous improvement and setting new standards in operations and customer support. The Manager of Customer Operations will also be a key contributor in strategy development as well as lead channel specific projects that will require close collaboration with value chain, distribution, logistics and sales leaders.

MAJOR ACCOUNTABILITIES:

• Cultivate and maintain a positive team atmosphere that drives talent development and growth. Lead and manage 7-10 direct reports.

• Manage workflow, escalations and effectively delegating across your team.

• Partner with the training team to ensure the development of direct reports as you continue to raise the bar on talent.

• Provide manager level summaries related to team performance. Manage and optimize KPI's / business process within customer operations.

• Root cause all order management issues related to order entry, fulfillment, pricing, routing, shipping, and more.

• Ensure effective management of the operation and customer experience.

• Drive accountability and adherence to policy and procedure.

• Deliver year over year performance improvements.

• Work directly with our customers to align on operational opportunities & initiatives that maximize cost efficiencies and the timely execution of key program deliverables

• Conduct analysis of data collected through SCOT, saleforce.com, ERP and other inputs to build strategies that continually optimize and refine the customer experience and operations.

• Deliver insights to all internal stakeholders including but not limited to the value chain and sales management. Measures of success include: Ship Complete and On Time delivery, Price Integrity, and Reduced Vendor Violations. Develop innovative changes within account management to drive efficiency.

• Build effective partnerships with the value chain and logistics/distribution teams to drive effective processes that deliver value for the business.

REQUIREMENTS FOR SUCCESS:

• Four-year college degree or equivalent experience necessary and a minimum of 5 -7 years related experience

• Must be familiar with supply chain management, EDI, demand planning, order fulfillment, as well as domestic and import logistics.

• Strong strategic thinking and outstanding analytical/quantitative skills.

• Project Management Experience a plus

• Strong written and verbal communication and interpersonal skills with an emphasis on problem solving, conflicting objectives, and dealing with multiple customers & sales reps.

• Ability to adapt quickly to changing priorities and manage time, multiple tasks, and deadlines effectively.

• Must have great communication and presentation skills

• Travel to customers, industry conferences and to sales meetings where needed.

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran, or any other protected status.